customer experience – digital experience – service experience- brand experience – employee experience – artificial intelligence – conversational AI – generative AI – agentic AI – robotic process automation – chat bots – voice bots – machine learning – augmented reality – virtual reality – retail marketing – omnichannel CX – customer loyalty – cloud – culture – change management – biz transformation – digitalization – customer effort score – net promoter score – customer satisfaction analytics – market intelligence – customer insights – contact centres – mobile experience – complaints – customer relations – continuous improvement – data annotation – data labelling – process innovation – user experience – hyper personalization – humanizing bots – emotional connection – design thinking – innovation thinking – empathy – service design – journey mapping – resolution – technology – marketing – trust – touchpoint – value generation – branded cx – brand promise – deep learning – natural language processing – customer relationship management – data orchestration – advocacy – customer persona – voice of customer – CX Malaysia – global advisory panel
AGENDA Highlights (2-days)
1. “The State of CX in Malaysia” & the National CX Index 2026 announcement
Revealing the top 100 companies and how they are reshaping the Malaysian CX landscape, as well as the National CX Index recording for this year. Strong insights and inspiration to enable the customer centric Nation.
2. Global CX Thought-Leadership
Hear from both Domestic and Global practitioners exploring the forces reshaping customer experience from: Digital & AI | People & Culture | CX Best Practices
3. Real Transformation case studies across Asia Pacific
Go beyond theory with real transformation stories from China, Hong Kong, Taiwan, Thailand, Indonesia, and Malaysia — sharing practical lessons, challenges, breakthroughs and outcomes.
4. Meeting of Minds – Conversations with like-minded Leaders.
Opportunity to learn from peers in a highly interactive setting recognizing business networking and collaboration helps us move forward.
5. COPC’s Insights to Global Leading CX Practices
Gain practical perspectives from COPC on what’s working and what’s latest in CX.
6. The #DigitalCX Marketplace
Discover what’s next in CX through a showcase of innovation featuring close to 30 solution partners.
AM SESSION
7.30am – Registration opens with welcome breakfast & refreshments
Session starts at 9.00am
- Opening Remarks – Vig Sivalingam, CCAM President & Organizing-Chair of CX Summit
- The State Of CX In Malaysia – Manoj Menon, Twimbit
Coffee Break @ #DigitalCX Marketplace
- Coffee chat About CXPA certification
Lunch Break @ #DigitalCX Marketplace
- Best In Asia – Oriental Dreams
Tea Break @ #DigitalCX Marketplace
- [PANEL SESSION] Beyond Digital: Reimagining CX with AI – Moderated by Datuk Raymond Devadass
- Press 2 for Human : The Next Connection – Scott Friedman, International Speaker
AM SESSION
7.30am – Registration opens with welcome breakfast & refreshments
Session starts at 9.00am
- Recap of Day 1
- Human + AI: Finding the Right Balance in Customer Experience – Cherie Teow, Zoom
- The Last Mile of Trust: Building with Intelligence for the Customer Who Already Did the Homework – Dr. Shreekant Vijaykar, COPC Inc.
- The AI Crossfire : Challenging the Boundaries of AI and Innovation
Coffee Break @ #DigitalCX Marketplace
- Best In South East Asia – Asian Rising (Transformation Stories)
Lunch Break @ #DigitalCX Marketplace
- [[PANEL SESSION] EX Empowered People, Exceptional Experiences – Moderated by Kanchana nanda Kumar
Tea Break @ #DigitalCX Marketplace
- [PANEL SESSION] EX Empowered People, Exceptional Experiences – Moderated by George Aveling
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